APPLIED INFORMATION AND COMMUNICATION TECHNOLOGY 9713/11

Paper 1 May/June 2010

Scenario 1 Questions 1 and 2

Islamabad Translation Services is a company which employs a number of workers who translate documents between English and Urdu. Because much of the work is done on an individual basis, Faisal, the manager wants to allow the translators to work from home. Shaista is a translator and she would like to work from home. She, like other workers, already has a standard PC with monitor, keyboard and mouse.

1 (a) Describe the personal characteristics that Shaista would need to have before Faisal would recommend that she be allowed to work from home.

1. (a) Three from: Be well motivated Have good communication skills Have good self-discipline/doesnt require supervision Have good time management skills/can meet deadlines Be well organised

(b) Describe, including their uses, the extra hardware that each worker will need to have in order to work from home.

(b) Three from:

Broadband connection/router to connect to the internet to send emails to company/ manager(Faisal) A fax machine to send/receive (translated) documents/documents (that need translating) A landline/mobile phone to communicate with Faisal/other translators A printer to print documents for faxing for translating (large documents)/after translating A scanner to input documents ready for translation/that have been translated so they can be sent as email attachments Video conferencing hardware to communicate with other workers

2 Faisal wants to remain in contact with his workers and has considered regular video conferences for this. He feels this would also enable him to check on their work. (a) Describe the extra hardware which Faisal would have to provide for each worker to take part in a video conference. 2. (a) Three from: Webcam to input video Webcam so that images of each worker can be transmitted/sent Microphone to input voices Microphone so that workers can speak with each other/Faisal Speakers/headset to output voices Speakers in order to hear other workers/Faisal

(b) Explain why Faisal would use a video conference rather than a phone conference.

(b) Two from: You can see the facial expressions/body language of other participants. It is cheaper to set up/operate/organise than a phone conference. You can see/amend/share documents that you want to discuss with each other. Easier to identify whose turn it is/who wants to contribute next.

Scenario 2 Question 3
An Egyptian book publishing company, Cairo Press, is looking to expand its operations. They wish to increase their advertising to extend their customer base. Their preferred method of advertising would be using a website, though they have the ICT facilities necessary to use a variety of methods. If they do create their own website they will ask Ali, one of their most talented workers, to produce it. However, they are concerned about his lack of organisational skills.

3 (a) Describe how time management software would help Ali to plan the creation of the website.

3 (a) Four from: Computer/software Helps to ensure that project is completed within timescale and budget. Organises meeting times. Provides alerts regarding imminent start of meetings. Can organise Alis tasks.

Makes it possible to ensure members of a team have equitable workloads. Provides a critical path analysis. Identifies project progress. Helps daily and weekly planning. Can act as a stopwatch device. Reminds the user how long they have been working on that task/how long left. Enables Ali to see what emphasis is being placed on each task. Can be used to produce Gantt charts.

Gantt charts Calendar Enables Ali to keep a record of his appointments/meeting times. Advises Ali of/Ali could easily see any clashes (of meetings scheduled for the same time and date). Public calendar identifies a suitable time for a meeting of all members of a team. Help to plan out the tasks that are involved in a process. Graphically represent progress in projects. Are used to plan the whole process including parallel and sequential activities. Used to arrange tasks so that parallel tasks finish at the same time. Software has a Calendar function.

(b) Describe, giving the uses of each, six different types of software which Ali could use to create the website.

(b) Six from: Web authoring package to create web site Word-processing package for typing text /tables etc. DTP for creating pages for website Spreadsheet to create statistical tables/graphs for inclusion in the website Database to create files of data for inclusion in the website Communications software to connect to Internet Web browser to see how the web site appears to users Software for editing scanned/downloaded images

(c) Discuss the advantages and disadvantages to a company of advertising on somebody elses website rather than creating their own website.

(c)Five from: It is cheaper than paying/employing a programmer/designer to create/maintain it. A Pop-up instantly grabs the attention of the customer. Pop ups may create unhappy customers who may avoid that company in future/ will have poor impression of the company/will tend to ignore them. Customers will use pop-up blocking (software) which doesnt allow them to appear. Pop-unders are small windows placed underneath the web page being accessed. Dont appear to users until they close the page they are working on. Are not removed by pop-up blocking.

The customer regards pop-unders as less of an inconvenience than pop-ups. Pop-ups and pop-unders can both be linked to the organisations own website. Can make their own website better suited to their needs. Own website has shorter delay in updating/improving advertising. Company doesnt have as much control over the hosts website as it would over its own. May be so many other companies advertising on host website the companys may not be seen/not as much advertising can be used/limited space available. More people may see it if its on someone elses website.

(d) Give the advantages of using flyers to advertise the company locally.

(d) Four from: Can be produced using own PCs and printer. Flyer doesnt take very long to produce. You can distribute them so that they only go to the people you want to see them. It is a cheaper method than creating a web page/paying a company to advertise on their website/advertising on local radio/television. Prospective customers may not have computers/internet/regular electricity supply. You can target specific groups/Cant guarantee all the intended audience would see a poster/web site.

Scenario 3

Questions 4 and 5
Sellafield food shops is a national chain of supermarkets in the UK. They have recently implemented a website for their customers, who can now order their shopping online and have it delivered to their home. They have also created an overseas call centre so that if customers have problems with the website they can contact the company to fix these problems. The management of the call centre is to introduce shorter working periods (shifts) due to pressure from the workers.

4 (a) Describe the features of a well designed online shopping website.

4 (a) Four features from: An easy-to-remember domain name. A secure method of accepting payments. Descriptions/pricing/photos of goods. Usernames and passwords to make the system secure. Customers are able to contact shop directly via e-mail. Allows customers to make use of their orders stored in a database. Allows customers to see their order and maintain their own accounts. A shopping basket to hold goods you are going to buy. Prospective customers should be able to use a temporary shopping basket if they are a guest. Permanent shopping basket if they are returning customers. searches and advanced searches can be carried out easily. Allow customers to progress smoothly to the checkout/navigate from category to category easily. Orders can be tracked.

Wishlists which enable users to store the goods they might want to buy in the future. People who bought A also bought B recommendations.

(b) Explain the security issues involved with such a website.

(b) Three from: The customers personal data/payment details can be intercepted by a hacker. Personal data/payment details could be used by the hacker to defraud the shop. Personal data/payment details could be used by the hacker to defraud the customer. Personal data/payment details could be used to log on to the shops computer system and order a large number of products products can be dispatched to another address other than the credit owners. The hacker can sell on the goods. Credit card details can be used to make purchases at a number of other shops.

(c) Discuss whether customers should feel concerned about using this online shopping system.

(c)Six from: Personal data are encrypted when they are transferred over the Internet f a hacker intercepts data is unable to decipher the meaning of the data. The data can only be decoded if the receiving network server has the correct encryption key.

More common for fraudsters to use methods such as phishing, pharming. More common to attach spyware in order to obtain customer data. If customer's credit or debit card is used fraudulently, in many countries the card company must refund them. Customer's have consumer rights such as refunds for faulty goods. Generally, customers only ever use reputable sites. Hackers can intercept personal data/payment details. Could be a fraudulent website. You cant check the quality of the goods/you cant be sure the goods are in stock/goods dont arrive/are of the wrong quality/wrong goods delivered. The order confirmation may be delayed/not be received. Employees who have access to the payment details must sign a duty of confidence document.

5 (a) Describe the features of Computer Telephony Integration (CTI) software which will be used in the call centre. 5 (a) Five from: Phone calls are processed using interactive voice response (IVR) software. Does not require a human response. Automatic services such as giving account information can be accessed by the caller. CTI allows computers to direct the phone call to appropriate operator. Calls can be queued/put on hold.

Combines the data and voice input to the system. Displays the caller's number/number dialled. Multiple dialling techniques/fast dial/ preview/predictive dial. Description of first-party call control. Description of third-party call control.

(b) Describe some of the health and safety problems which might occur because of the call centre operators use of computers. (b) Four from: Staring at a computer screen all day can cause problems with ones sight. Typing at a keyboard continuously can cause RSI. Gripping a mouse and repetitive clicking can cause carpal tunnel syndrome/ RSI Sitting in the same position/with wrong posture all day can cause lower back pain. Staring at a computer screen all day can cause eye strain/headaches. Poor positioning of screen can cause upper back/neck/shoulder pain/ eyestrain/headaches. Glare from screen can cause eye strain/headaches. Too many plugs connected to a socket can be a fire hazard. Bare wires/spilt drinks can cause electrocution. Trailing wires can cause tripping.

(c) Describe possible changes to the working patterns of call centre operators caused by the new shift patterns.

(c) Four descriptions from: Some workers may have to/will have the opportunity to go part time. There may be the opportunity to job share. There may be the opportunity for flexible working hours. Compressed hours may become available. Some operators are able to work from home. May lead to more operators being given jobs.

Scenario 4 Questions 6 and 7

Dar Es Salaam High School has recently been formed by joining together six smaller schools. The head teacher wants to have a modern ICT system to administer staff and student records. She has decided to employ a systems analyst to look at the existing systems and recommend a new system. The system will need to produce hundreds of reports in one session and should be able to find individual records very quickly. Using the results of the analysis of the current system the analyst will need to design the new system. Once the system has been designed and developed, user and technical documentation will need to be produced.

6 (a) Other than observation, describe the methods that the systems analyst could use to research the current systems. 6 (a) Distribute/Hand out written questionnaires to system users (to complete) Interview current system users face to face

Examining documents used in the current system

(b) Describe four different items that the systems analyst will need to include at the design stage. Using the scenario of Dar Es Salaam High School, explain the factors that will influence the choice of each item.

Item
Specifying the required hardware and software Designing data collection forms/ screen layouts

Factors: an example of how:

the volume of data determines the choice of output devices. the order that data will be output affects the choice of storage devices. the user requirements influences the format the output required from system influences the design file structures affect the design the content and presentation of report layouts/screen displays depend on the requirements of the users the form of input affects these. the file structure affects these. the data structures/programming depend on the types of processing the file structure depends on the input and output structures

Designing report layouts/screen displays Designing validation routines Designing the required data/file structures/programming specifications

7 (a) Explain the purpose of technical documentation.

7 (a) Two from: Produced specifically for systems analysts/programmers. Helps when the system needs further development/upgrading/improvements.

Helpful should any errors occur in the system and system needs amending to get rid of these errors.

(b) Describe the two types of technical documentation including details of the contents of

(b) Eight from: Systems documentation .provides a detailed overview of the whole system. Test data/test plans so that systems analyst can see the results of these/test results. Can use this data again to check if errors have been successfully removed. The results of the systems analysis/DFD diagrams. What is expected of the system/purpose of the system. Overall design decisions such as the choice of hardware and software/file, input and output structures. Systems flowcharts. Program documentation produced for program code that has been written. Description of the software/purpose of the software. Reasons for choosing those pieces of existing software that were used instead of the programmer having to write code. Input and output data formats. Program flowcharts/algorithms. Program listing this will be a complete copy of the code used and annotation explaining what each module of code does. Notes that will help any future programmer to make modifications to the system.

(c) After the system has been developed it will be evaluated. Describe how test results are recorded and explain how they affect this evaluation.

(c) Three from: (A table) showing the type of test, test data, expected results, actual results and a comment on the results. (One mark for three column headings, two marks for 5 column headings.) Test results will help the systems analyst to make judgements. Comparison will be made of the actual results with the expected results. If the results are not as expected system will need to be refined. Comments in the comparison table contribute to the evaluation.